Fin Sales Agent uses a new agentic Messenger experience called Spotlight. The Spotlight Messenger is optimized for driving engagement, helping move web visitors from early interest to deeper intent and higher-quality sales conversations.
By creating a more natural, dialogue-driven experience, Spotlight supports prospects as they explore your offering, ask questions, and take the next step, whether that’s sharing their details or booking a demo.
Define your audience
Audience rules determine which visitors see the Spotlight Messenger. To configure audience rules, go to Settings > Channels > Messenger > Spotlight.
Select Specific audience to set audience rules based on:
URL rules
User role (visitor, lead, user)
Custom attributes
Other rule-based conditions
When someone lands on a page that matches your defined audience rules, they will see the Spotlight Messenger.
Clear targeting ensures the Spotlight Messenger appears only where you want it, i.e. (for example, pricing pages or high-intent product pages where sales conversations are likely to happen).
Styles
Make sure the correct Messenger brand style is selected (if you support multiple brands).
Customize the appearance
The Spotlight Messenger uses a floating entry bar designed to be more visible and inviting for sales conversations. To configure appearance, go to Settings > Channels > Messenger > Spotlight.
Open the Appearance dropdown to select:
Primary color – Set a hex color to match your brand. Used across buttons, links, the composer glow, and the backdrop tint for your messenger.
Bottom spacing – Adjust the Spotlight Messenger’s vertical position on the page. This is the distance in pixels from the bottom of the page to the composer.
These settings help ensure that Spotlight integrates naturally with your website design while remaining prominent enough to drive engagement.
How the customer experience works
When someone matches your audience rules:
They see the floating Spotlight Messenger entry bar.
Fin can proactively engage them, if you’ve configured outbound triggers.
Fin qualifies the visitor according to your playbook.
If qualified, Fin can route them to sales or offer a meeting in the conversation.
What’s different about Spotlight Messenger
Unlike the Widget Messenger used for Service, the Spotlight Messenger is optimized for sales conversations and to drive engagement.
There are also some spaces not available the Spotlight Messenger, including:
Home Screen
Tasks
News
Help Space (articles can still be sent in conversation by Fin or a human agent)
Message list screen (replaced with a faster conversation switcher on the top left of the Messenger)
Additional differences include:
Special Notice is removed.
Expectation settings are removed. Users are informed when a teammate is added and can see online status.
Privacy Policy appears below the text bar before a conversation begins.
Mobile SDKs are not currently supported. Mobile web currently defaults to the Widget Messenger experience historically deployed for Service.
FAQs
Can I use Spotlight Messenger for Customer Service?
Can I use Spotlight Messenger for Customer Service?
The Spotlight Messenger has been designed specifically for our new Fin Sales Agent. While we would suggest using the Widget Messenger for service conversations, Spotlight can handle customer service queries and handover's from Fin Sales Agent.
Can I control who sees the Spotlight Messenger?
Can I control who sees the Spotlight Messenger?
Yes. You configure audience rules in Settings > Channels > Messenger > Spotlight. Only those who match your audience rules will see it.
Can I customize how the Spotlight Messenger looks?
Can I customize how the Spotlight Messenger looks?
Yes. You can configure glow color and vertical padding in settings.
Can you book meetings directly in the Spotlight Messenger?
Can you book meetings directly in the Spotlight Messenger?
Yes! When enabled, prospects can book meetings directly in the Messenger using the native booking experience for Calendly. Other booking platforms are coming soon.
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